Starting point

  • Organizational changes require a unified platform for customer service and technical hotline
  • Long-standing installed systems and structures in the contact center must be renewed and transferred to a sustainable architecture
  • Expiry of the existing service contracts allow a holistic view and homogenization of technical platforms

Task

  • Development of a central platform which was migrated to an existing service center
  • A virtual contact center forms the heart of the new platform, which is also used by external service providers, who process the majority of direct customer contacts

A virtual contact center based on a central architecture improves contact with end customers

Utilisation/Result

  • Double digit percentage savings as a result of centralising infrastructure
  • Bundling resources and improvements on the process side
  • By already integrating downstream IT systems when making initial contact, the customer concern can be handled in the best possible way.
  • The unified, over-arching architecture facilitates a transparent view of all processes, contacts and reporting data. Meeting customer directives has become a measure success indicator

Facts

  • Avaya Interaction Center and Communications Manager
  • Cisco Unified Contact Center Enterprise
  • Approx. 2,500 agents (internal and external employees of service providers)
  • 4 service center and approx. 10 service providers
  • Introduction time frame > 18 months

Your contact

Markus Lill, +49 (0) 7033 54884 13, m.lill@deliberate-gmbh.de